COMPANY NAME
This is the Santander headline ofUK banking on thedynamic feature digital transformation
DIGITAL REPORT 2021
DIGITAL REPORT 2022
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SANTANDER UK
SANTANDER UK BANKING ON DYNAMIC DIGITAL TRANSFORMATION
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SANTANDER UK
Nick Jenkinson, Chief Procurement Officer at Santander UK, on the challenges faced undertaking a complete digital transformation at the financial giant
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ew procurement professionals have a career as broad and diverse as Nick Jenkinson, currently driving transformation at Santander UK. While using the word ‘currently’ may seem odd, like referring to your ‘current partner’, Jenkinson is the first to admit that he is constantly striving to make himself surplus to requirements. “I've worked in procurement for more years than I wish to remember and I've got a slightly strange CV in that I've worked across seven companies and seven industries for more than 20 years,” he says. “I've learned a lot over 13 years of doing transformation activities, but being able to walk away and know that you have truly left something in a better place than where you found it that's recognised within the organisation, that's recognised within the team, I guess that’s my perfect scenario. I can walk off into the sunset knowing I've created a great team. I've created the strong leadership. I've created the next step up for people within that team and then I’ll be able to move on to another challenge.”
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Nick Jenkinson, Chief Procurement Officer at Santander UK
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SANTANDER UK
Jenkinson makes references to the New Zealand rugby team and its ethos that made them one of the greatest sporting teams of all time – ‘sweeping the sheds’. The simple act of cleaning the dressing rooms after a game, having that personal discipline and not considering you are above a task and someone else should do it just because you are one of the best players on the planet. 6
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“ We're really undertaking openheart surgery” NICK JENKINSON CPO, SANTANDER UK
“I'm not hierarchical in the slightest from a leadership perspective, so I like to get involved,” says Jenkinson. “But in those early stages of driving transformation, you will often look around and you haven't got all the people that you want or need within the organisation and therefore you have to look in the mirror or it doesn't happen.”
Automotive roots Twenty years is a long time in procurement, and the rapid digitisation in recent years has only accelerated that. So has the function changed beyond recognition in Jenkinson’s time? He says both yes and no. He started his career in the automotive industry which he admits was probably more advanced than most at that point in time. santander.co.uk
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Doxim takes marketing to new level for Santander Doxim, a global Customer Communications Management (CCM) leader, leverages its expertise, alongside its flexible platform to deliver ‘next best action’ email marketing for Santander. Maximize the impact of your communications - support all digital and print channels with one vendor.
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Doxim provides modern, flexible solutions for CCM James Hall, Commercial Director at Doxim, advocates flexible, accessible print and digital communications for businesses everywhere Doxim is a global customer communications management provider with over 2800 clients, providing both print and digital communications to its customers. “We provide everything from email and SMS, to a letter in the post,” says Hall, Commercial Director at Doxim. “We have over 20 years of experience in customer communications. Clients are essentially looking to outsource the complexity to Doxim so that they can focus on their core competencies.” Doxim provides a wide range of solutions that include everything from a document’s creation and personalisation, to its storage and delivery in both print and digital formats – enabling its clients to save money, increase revenue and wallet share, and give their customers the best possible experience. Asked about industry trends, Hall says: “We’re seeing a shift to cloud-based customer communication management. Businesses want to move away from large on-premises solutions to save money,
move with the times and be more secure. AI and data analytics are becoming ever more present in all technology, and this includes the CCM market. There’s also a trend towards communications becoming accessible to those with assistive devices. Vendor consolidation is a key driver in the CCM market, as businesses look to become more efficient, save money and focus on the customer experience.” Doxim delivers over half a billion emails for partner Santander every year, with a greater than 99% delivery rate. “The marketing project that we work on with them, is driven by an Artificial Intelligence engine and that helps determine next-best-communications to send the customer,” he says. “We very much work in partnership with Santander to constantly improve the customer experience,” says Hall. “And, really, the key to success with all communications projects is working in partnership, just as we do with Santander.”
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Jenkinson was in direct materials and says services and indirect materials were seen very much as the poor relation. It is only since he moved into the world of services procurement where Jenkinson says he recognised a difference as the function and use of technology has evolved. “I'm not going to say it's more complex as there are just different types of complexity in indirect and direct, and because I've been able to move across different industries, I've been able to see what different industries do well and also, not so well,” says Jenkinson. “In discussing digital, I can get a bit cynical sometimes because I think people can get confused when defining digital procurement. 10
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I think people get too lost in AI, RPA, NLP and the future of digitisation without sometimes understanding the drivers within their own organisation and the problems they are trying to solve – I am not a big fan of technology for the sake of technology. Some people are still at the level where they need to get the technology foundation, but whichever way you look at it, we all use technology every day and it has greatly changed our approach.
Nick Jenkinson TITLE: CPO COMPANY: SANTANDER UK INDUSTRY: PROCUREMENT, BANKING LOCATION: UNITED KINGDOM A forward thinking, selfaware, results driven and highly dynamic leader, who has demonstrated an ability to inspire, motivate and drive change through a focus on people, customer engagement and innovative strategies. Highly inquisitive and has a passion for change and building high-performing teams that can challenge the status quo and deliver tangible and transformative business outcomes. Key skills and achievements include: • Transformative Procurement • Business leader
EXECUTIVE BIO
• P assion for driving significant change • T rack record of delivering significant, sustainable value • A relentless focus on digital enablers • L eadership of multi-award winning regional and global transformations
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Build a Digital Future and Lasting Customer Success Accelerate growth and create wholistic business value with pioneering technology-fuelled digital solutions tailored to the realities of your enterprise and the financial services industry. Inspire customer loyalty and success.
Tech ‘about evolution, not revolution’ - Coforge
It is about delivering business value for stakeholders, including shareholders, customers and employees.”
Gautam Samanta, Coforge EVP and Global Head of Banking and Financial Services, stresses that digital transformation is all about delivering value.
Samanta adds that Coforge’s approach is effective because its solutions also “absorb the realities of our customers’ enterprises” - the reality being that “the old and the new often coexist in business processes that can sometimes be decades old”.
Coforge is a global digital services and solutions provider, and helps its clients embrace emerging and new technologies to achieve real-world business impact. The company’s proprietary platforms power critical business processes across a select number of sectors, and it has a presence in 21 countries, with 25 delivery centres across nine nations. One of the sectors in which Coforge is a key player is banking and financial services (BFS), where it is helping its BFS clients on the digital transformation journey by making the road as straight and smooth as possible. “Digital transformation is an evolutionary process, not a revolutionary one,” says Samanta. “So we do not see it as disruptive.” He adds that having a clear vision of what digital transformation is - and isn’t - is what shapes the solutions that help Coforge’s clients achieve their goals. “For us, digital transformation is not just a marketing phrase to wrap around software services. It is not about the technology.
“One of the things that differentiates us is that we are pragmatic in our approach to helping clients,” Samanta adds. “Yes, we transform with the new, but not at the expense of the old, which often has value.” It helps, too, that Coforge has a deep understanding of what value looks like in BFS, because the company has chosen to focus its attention on this sector, as well as a small number of other verticals. “We focus on very select industries, and have a deep understanding of the underlying processes of those industries, which provide us with a distinct perspective,” says Samanta.
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SANTANDER UK
Nick Jenkinson, CPO Santander UK, on digital transformation
“It’s about putting the right people in place, doing the right things, with the right enablers and right positioning and the success will follow” NICK JENKINSON CPO, SANTANDER UK
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KEY PARTNERSHIPS
SANTANDER UK
A key element of our new operating model is our approach to developing and partnering with a supplier ecosystem who can truly help support and drive our business goals. I’m a big believer in the notion that you are what you eat and, as a result, we have developed an operating model where ~40% of our people are dedicated to supplier collaboration and risk management. Given this approach and belief, we are working with some great partners across a number of areas to drive our technology, digitisation and talent goals. Those partners include:
THE SCOTTISH BRAILLE PRESS The Scottish Braille Press is a long standing supplier of alternative format customer communications to visually impaired Santander UK customers. The Scottish Braille Press is part of the charity Sight Scotland, therefore all profits and fundraising are used to support the charity. In addition, they are an employer that supports people with disabilities.
PARAGON Santander UK has a well-established partnership with Paragon rooted in transactional print, but more recently expanding into the management of our mailroom operations. This has presented an opportunity for us to deepen our strategic partnership through transformation to a digital outsourced mailroom.
DOXIM Doxim have provided a critical service to deliver both operational and marketing email communications to customers on behalf of Santander UK since 2017. Doxim have been a vital partner in helping Santander transform the efficacy and efficiency of our digital email customer communications.
COFORGE Coforge were selected as a key partner given their expertise in emerging technology, data and digital and through the partnership, have supported a significant global workforce transformation initiative and new customer innovations.
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“ I am not a big fan of technology for the sake of technology” NICK JENKINSON CPO, SANTANDER UK
“Ultimately there are significant technology enablers that I'm bringing into our organisation and really that's all about creating the time, the headspace for people to be able to be more effective in their roles and to be able to drive a different value proposition. “Despite the access to these significant enablers, I still seem to often hear the same dull conversation of where should we be sat in the organisation. As a function, we can be a bit self-indulgent if I’m honest. We like to
tell everybody else in the profession how well we're all doing but we still come on to some of those same boring conversations which, if we're still having them, then clearly we haven't evolved as much as we should have done.” Total Transformation When it comes to the challenge at Santander, Jenkinson says the banking giant is going through a major transformation programme. His own impatience means he admits they are trying to drive change from multiple angles and that is one of the reasons why he was attracted to this latest passion project. santander.co.uk
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“I've been able to move across different industries, I've been able to see what different industries do well and also, not so well” NICK JENKINSON CPO, SANTANDER UK
“We're really undertaking open-heart surgery,” says Jenkinson. “We've got a number of different technology upgrades that we're going through. We've really looked at everything to do with the current operating model – including people, processes and systems – and looked at where those challenges are.” Jenkinson and his team are implementing new tools around sourceto-pay and making a lot of enhancements within risk management and supplier collaboration, not to mention sustainability. When undertaking such a transformation, it’s essential to understand how these pieces of the jigsaw come together to provide a seamless solution for the user. He is improving processes and then overlaying those technologies in order to drive the agenda forward at pace. He believes the key element about transformation is about having business confidence, being viewed as a true partner, fully engaged in all areas of the organisation, and seen as driving a broad value proposition. This is backed up, inevitably, with KPIs and scorecards but Jenkinson judges success on a different level. “For me, it's the human side that’s critical,” he says. So the big question may well be, when is Jenkinson expecting to move to the next challenge?
“Being able to leave a legacy behind that you're proud of is crucial. I'm very self-aware and self-critical and so I ask myself have I delivered something that I can truly, hand-on-heart say is a great solution I'm proud of. The teams you leave behind are also critical – have I created an environment where they can flourish for the future.. It’s about putting the right people in place, doing the right things, with the right enablers and right positioning and the success will follow .”
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